New Value Solutions, a national IT consulting company, is seeking a Senior Business Analyst to support the replacement of an enterprise IT Service Management solution for a public-sector client. This role will lead business analysis and requirements elicitation activities, working closely with business and technical stakeholders to document current-state processes, define future-state needs, identify gaps, validate requirements, and support the evaluation and selection of a replacement ITSM platform. The successful candidate will bring strong experience in ITSM modernization, enterprise platform replacement, requirements gathering, process mapping, stakeholder workshops, business readiness, and ITIL-aligned service management processes.

Responsibilities:

- Lead discovery, documentation, validation, and prioritization of business and technical requirements for the replacement of an existing ITSM solution.

- Facilitate workshops, interviews, process-mapping sessions, and stakeholder consultations with Service Desk, Incident Management, Change Management, Request Fulfillment, Asset Management, Configuration Management, CMDB, and executive sponsor groups.

- Document current-state service management processes and define future-state workflows.

- Identify process inefficiencies, automation opportunities, and service improvement initiatives.

- Develop and maintain business requirements documents, functional requirements, non-functional requirements, user stories, acceptance criteria, process maps, workflows, and use cases.

- Ensure requirements align with ITIL best practices and OCIO operational standards.

- Support the evaluation and validation of vendor-proposed solutions and configurations.

- Conduct fit-gap analysis between existing ITSM capabilities and the proposed replacement solution.

- Analyze and validate requirements related to Incident Management, Service Request Management, Change Enablement, Problem Management, Knowledge Management, Service Catalog Management, Asset Management, Configuration Management Database, Service Level Management, Major Incident Management, Release Management, and Self-Service Portal functionality.

- Collaborate with architects, developers, vendors,



and technical teams to ensure business requirements are reflected in the solution design.

- Validate workflows, approval processes, automation rules, notifications, and service catalog structures.

- Identify and document integration requirements between the new ITSM platform and enterprise systems, including Active Directory, Entra ID, Identity and Access Management solutions, monitoring and event management tools, endpoint management solutions, HR systems, email and collaboration platforms, and reporting and analytics platforms.

- Support the definition of interface requirements, data flows, business rules, and integration testing scenarios.

- Assist with user role design, access controls, and security requirements.

- Lead business analysis activities related to migration of historical ITSM data.

- Define and document migration requirements for tickets, service requests, change records, problem records, knowledge articles, assets, configuration items, service catalog data, and user and support group information.

- Work with stakeholders to identify data quality issues and data cleansing requirements.

- Develop data mapping rules between legacy and future-state systems.

- Define data validation and reconciliation requirements following migration activities.

- Support CMDB design reviews and validation activities.

- Support business readiness activities across diverse business and technical teams.

- Contribute to business process transformation and change management activities.

Requirements:

- Post-secondary education through a 2+ year program in Business, Computer Science, or a related field from a recognized institution.

- 7+ years of Business Analysis experience.

- Significant experience supporting complex enterprise-wide ITSM modernization, implementation, or platform replacement projects.





- Proven ability to lead requirements elicitation, current-state and future-state process mapping, gap analysis, stakeholder workshops, and business readiness activities.

- Experience soliciting, documenting, and validating business requirements.

- Experience developing business requirements documents, functional requirements, non-functional requirements, user stories, acceptance criteria, process maps, workflows, and use cases.

- Experience working across diverse business and technical stakeholder groups.

- Experience with ITSM platforms such as Freshservice, Ivanti, Jira Service Management, or similar solutions.

- Strong knowledge of ITIL processes.

- Experience with business process transformation and change management.

- Experience conducting fit-gap analysis and supporting vendor solution evaluation or validation.

- Experience documenting integration requirements, interface requirements, data flows, business rules, and integration testing scenarios.

- Experience supporting data migration, data mapping, data validation, reconciliation, and CMDB readiness activities.

- Strong written and oral communication skills.

- Ability to work effectively with executive sponsors, service management teams, architects, developers, vendors, and technical resources.

Preferred Qualifications:

- Skilled certifications in Business Analysis, ITIL, project delivery, change management, or related disciplines.

- Recent experience within the last three years working as a Senior Business Analyst on ITSM, enterprise service management, infrastructure, cybersecurity, or platform modernization initiatives.

- Experience with Service Desk, Incident Management, Change Management, Request Fulfillment, Asset Management, Configuration Management, CMDB, and Service Catalog processes.

- Experience supporting public-sector, government, infrastructure, cybersecurity, or enterprise IT environments.

If you have this expertise and are eligible to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.

ID# 5497

📌 Senior Business Analyst (St. John's)
🏢 New Value Solutions
📍 St. John's